What are the responsibilities and job description for the Service Desk Technician I - Phoenix Regional Office position at Dominium Management Services?
Dominium is helping tackle the affordable housing crisis – and we’re looking for motivated candidates to join our team and help further our mission. With offices in Minneapolis, Atlanta, Dallas and Phoenix, Dominium is one of the nation’s most respected and innovative affordable housing development and management companies. We create quality, affordable homes and engage with our residents daily to create a strong sense of community and connectivity.
Join us in making a difference in people’s lives every day at a company where you can challenge yourself to develop both personally and professionally.
POSITION SUMMARY:
As an IT Service Desk Technician I, you will provide exceptional customer service to help users achieve business goals. You will record, track, and document the problem-solving process, prioritize and schedule tasks, and adhere to standards to maintain data integrity and security. You will escalate incidents as needed and ensure timely resolution of open issues. Utilizing software updates and knowledge bases, you will aid in problem resolution, troubleshoot PC virus and malware issues, and learn the software and hardware used by the organization. You will perform post-resolution follow-ups, assist in developing IT support topics, and help with PC setup and upgrades, while documenting support procedures.
ESSENTIAL FUNCTIONS:
- Provides exceptional customer service to ensure all users can use systems to achieve business goals and objectives.
- Records, tracks, and documents the Service Desk problem-solving process through to final resolution.
- Prioritizes and schedules problem resolution tasks to ensure timely and efficient handling of issues.
- Adheres to Corporate/Departmental standards, policies, and procedures to maintain data integrity and security.
- Escalates incidents to the appropriate IT personnel or queue when necessary.
- Verifies that open incidents are followed up and resolved in a timely manner.
- Accesses software updates, knowledge bases, and other internet-based resources to aid in problem resolution.
- Provides deskside support for in office staff and remote support for property and remote staff
- Configures and manages IT assets
- Identifies and learns appropriate software and hardware used and supported by the organization.
- Performs post-resolution follow-ups to help requests and ensure user satisfaction.
- Handles additional projects as assigned.
QUALIFICATIONS:
- Two (2) year IT degree or related combinations of education and experience, related IT certifications preferred.
- One (1) year of service desk experience preferred, and familiar with incident management.
- Must have a solid working knowledge of various Windows operating systems, MS Office products and email packages.
- Familiarity with Intune, Microsoft Exchange and Active Directory environments a plus.
- General working knowledge of networking and server concepts.
- Ability to setup and troubleshoot remote DSL and Cable installations and install and troubleshoot wireless routers at our remote sites.
- Excellent communication (written and verbal) and customer service skills.
- Ability to multitask and advanced ability in troubleshooting and solving problems.
About Us: Dominium is one of the leading affordable housing development and property management companies nationwide. We operate in approximately 20 states and employ over 1,200 employees. For 50 years, we have offered excellence to the development and management of affordable housing communities across the United States. Dominium’s values – creating long-term value, developing people, integrity, and growth – are built upon our company’s mission and vision. We offer a competitive salary, incentive bonus program, training and development programs, career growth opportunities and community volunteer and outreach programs. We also offer a comprehensive benefits package for eligible employees including Medical, Dental, Life & Disability, Paid Time Off, 401(K), Flexible Spending Accounts, Employee Recognition & Wellness Programs.
Dominium is committed to a diverse and inclusive workplace. Dominium is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
